Taking applicationsTechnical Support·Posted 8d ago
Senior Manager, Technical Support Engineering
MotiveVerified company
Pakistan - Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Pakistan
EnglishSenior level
About the role
Senior manager role leading multiple Tier 2/Tier 3 technical support teams at Motive, including managers and senior individual contributors. It focuses on SLA/CSAT performance, escalations, workforce planning, and cross-functional support operations; the listed remote location is Pakistan.
What you'll do
- Lead multiple technical support pods and segments
- Develop managers and senior ICs
- Own operating cadence and business reviews
- Drive workforce planning and shift coverage
- Serve as senior escalation and incident leader
- Build scalable SOPs and escalation frameworks
- Represent Support with Product, Engineering and Sales
- Own executive reporting and strategic projects
What you'll need
- 6+ years leading technical teams
- Experience managing managers
- Prior hands-on technical support or operations role
- Complex escalation and executive customer experience
- Support metrics expertise (CSAT, SLA, FCR)
- Salesforce/Tableau reporting experience
- Strong communication and stakeholder influence
- Flexible for after-hours escalations
Skills
Technical support leadershipSLA and KPI managementWorkforce planningEscalation and incident managementCustomer advocacySalesforce and Tableau reportingChange managementCross-functional collaboration
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Applications close on 18 November.